ComplaintsforFredericktown Marathon

• Initial Complaint

  02/02/2024

  Complaint Type:

  Service or Repair Issues

  Status:

  Answered

  More info

  On or about 09/2023 I PAYED $7,608.63 for repairs on my semi truck. I'd previously informed them of the problems that I was having and that i had replaced the line 3 times prior so the torque wasn't the issue and asked them to look into the fuel rail because I did not want to be stranded and I told them to replace the Radiator because it was leaking. I was informed that the radiator was replaced because in the midst they worker broke the fitting. I got 400 miles up the road and my A/c compressor locked up because they left it disconnected for over 7 months. which they replaced.Then the radiator started leaking and I sent pictures showing it was a Used Radiator when I payed for a new one. at first I told them it looked like my old radiator because it was used and was told that was incorrect because they worker broke the fitting on my old radiator. I was never told it was a used radiator and was led to believe it was new. Then they tried to say that the condensers were the radiators they were speaking which was false because the part number is for a Radiator. This was misleading. Also around 600 miles or so I was once again stranded on the side of the highway with the same main issue the fuel rail once again blew off and I informed them that bolts on my fuel pump was loose and they said they don't know how they missed that. I have lost a lot of revenue due to the shady dealings of this business. If your worker breaks a part replace it Brand New not used! I even sent them to a reputable website to get both of my turbo's for the price they were charging me for a single Turbo but they refused to do so because it cuts into their profit. I was adamant about ensuring it wasn't the fuel rail being the problem and they failed to fix the issues yet charged me for repairs that wasn't repaired. I was led to believe that an overhead adjustment was done but never was done.

  Business response

  02/28/2024

  Dear *****, 
  First thing I would like to address is that you are requesting "Just Compensation" for parts that you were charged for and did not receive. We discussed this during one of the countless phone calls and texts. There was indeed a used radiator installed which was pressure tested and checked for leaks multiple times even after installation. Your truck was test driven 3 times after repair by myself personally. I explained to you that there is more than one radiator on your vehicle. There is a large one out front and then behind that there is a stack of three smaller radiators. When we discussed this repair in the beginning you had a list of things that you wanted done and then said you did not have the money to do so.  I had my technicians stop the repairs until you could figure out how you wanted to proceed. Your truck then sat in our building for months while you and I negotiated the best plan for repairs. The initial problem was the fuel lines. We discussed that on multiple occasions. We inspected the threads and everything we knew that could go wrong with those. You even mentioned an IPR valve and we looked into that avenue. We installed the fuel lines to dealer specs and it worked as it should on multiple test drives. Regarding the turbos we mentioned to you that it's highly recommended for replacement of both at the same time due to it being a compound turbo setup. Again, you declined the recommended repair due to cost. It was at that time you and I had a conversation about short cuts and how we would not warranty any of the repairs, you said you understood that. Now after the repairs were completed you came to our facility to pick the truck up, your a/c compressor clutch was not kicking in and out like it should. I discussed that in length with you, because you tried every angle to pin this issue on us when in fact none of the repairs would have affected the compressor clutch.  Unfortunately mechanical things fail. I took the time to go over the compressor and you said you understood and that you had someone in Texas that could fix it cheaper. While you were here I talked to you and checked out the truck a few times because you were in our lot for multiple hours cleaning out your truck and putting new company stickers on. Not one time did I see any leaks nor did you come in and say anything to me or my mechanics.
  Fast forward you leave and get about 400 miles away then call to say your a/c compressor locked up as can be expected when it was in the early stages of failure when you signed off & left. You said that I needed to do something about it. My reply was that we did not have anything to do with the compressor and were not going to repair it.  
  Your very next message was how did we not install a new radiator and that we put a used one in and charged you for a new one. I said ok that's not true and asked for pictures of where it was leaking so that I could figure what our supplier would be willing to do. You failed to send any pictures that proved a leak. Instead you deflected and started wheeling and dealing for us to buy you an a/c compressor and belts and that you would let the radiator go and get it fixed yourself. I did not mess around and worked multiple hours  to help pay for the compressor & belts that were located by yourself without hesitation.
  That proved not to be a good enough measure of goodwill because you then called and texted me for hours because the parts were too far away.  You also thought it was my job to provide transportation to the Rush truck center for you that was just on the other side of the free way. I did indeed refuse to do that. 
   Fast forward you replaced the compressor and belts then called me happy as a clam because you were on the road again. Well, it was not much longer that you sent me pictures at 10pm stating the high pressure fuel lines came off again. At this point, I was frustrated because there should have been no reason for this.  I immediately called you and spent over two hours on the phone figuring out how to get you off the freeway.
   You found bolts on the wires from the high pressure fuel pump that had come loose. So seeing that they were still there I took the time to look up torque specs and even sent you pictures and taught you how to set and use a torque wrench over the phone. This went on for the whole night knowing I had to work the next day,  however I continued to stay on the phone.  You were able to get to a truck stop and I agreed to buy you another set of fuel lines with the agreement you would send the lines back to us so I could get them warrantied. To this day, we have not received the lines.  So after all this you sent me a text a few days later that everything was holding together and that if you ever had issues with a Pro star again that you would ship it to China. You also contacted us with pictures of a trailer load of parts and tools and tried to sell it to us. No where in any of those conversations did you say anything about issues. I am very sorry you are still experiencing problems with your truck but in my eyes my staff and myself went above and beyond to help you get back on the road. At this time, it is in our opinion that with all the parts and time spent after the fact you have already received your  "just compensation" and consider this matter closed. 
  
  
  P.S. I have submitted all of my call logs and text conversations to my superiors showing all the agreements made post repair.
  *** ******
  Service Manager 

   

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